ViaSat, Inc.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr*** is receiving ViaSat’s Liberty GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeMr
***’s Exede Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr*** on February 29, 2016. ViaSat does not offer an unlimited service planThe most common causes for high data usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.gviewing pictures on *** or through ***)Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so. Our review of Mr***’s account as of April 5, shows that Mr*** has used GB of the availableHis usage is set to reset on May 1, Mr***’s previous bill cycle shows that GB of the available were usedMost of Mr***’s usage is coming from httpsViaSat has researched this issue and had their Network Operations team look into this and they were unable to detect any issuesViaSat is not showing any usage issues as different sources are showing the same dataMr*** will want to do some research on his sideFor example last month GB of download and GB of upload were consumedWeb Browsing was GB’s and which were HTTPS sitesThe next biggest usage type is storage at GB’sIf Mr*** is using this service for VPN purposes, ViaSat does not recommend the service for VPN usageMr*** should check the browser history and download files as he would have better visibility than ViaSat does to the HTTPS sites as to where the data is goingThe dates Mr*** would want to start with are 4/4, 3/10, 3/ViaSat is showing the following devices connected: *** ** computer*** smartphonesAnd one unknown device. ViaSat does not agree to issue back any refund for the services that were used and no extra data will be providedIf Mr*** feels that the service is not going to meet his needs or expectations ViaSat is willing to let Mr*** out of the contract with no early termination feesShould Mr*** wish to disconnect the account he can contact Customer Care at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention. Viasat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViasat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through Viasat’s data usage meter available at www.account.viasat.comPer our previous response, Viasat has conducted reviews of Ms*** data usage to determine the sourceA review of Ms*** account by Viasat’s data dispute team on February 20, reveals that a download was performed that caused the usage of Ms*** monthly dataThe site that the download was taken from was a secured site, to which Viasat has no visibility into for the safety and security of our customers. As of a review completed on February 22, 2018, Ms*** has used GB out of GB (GB monthly data limit, plus an additional GB given as a goodwill), with a reset date of February 28, Approximately 96% of the data consumed has been used on web browsing, which Ms*** may view in her browser or download historiesOn January 31, 2018, approximately GB were used on downloadingMs*** is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat feels that all appropriate actions have been takenViasat does not agree to waive Ms*** full early termination fees should she choose to disconnectIn an offer of goodwill, Viasat will agree to waive half of the early termination feesIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologized for any confusion or frustration this situation might have caused The Customer Agreement signed by Ms*** on February 25, states that monthly service and lease fees are payable in advance. Customers
are also made aware of this at the time of the sale. Ms*** contacted ViaSat on April 28, to request the disconnection of her ViaSat accountDuring this conversation, Ms*** was educated on the disconnection disclosures including the equipment return policyOn this same date, ViaSat collected $from Ms*** for the advance monthly services. In order to bring this complaint to resolution, ViaSat will agree to refund Ms*** the $collected on April 28, The refund of $was issued to the payment method on file as of May 2, The refund should be received by Ms*** within three to five business daysIf Ms*** has any additional questions or concerns, please have contact ViaSat’s 24-hour Customer Service at ***.Thank you for the opportunity to respond

Thank you for bringing *** ***s response to ViaSat’s attentionPer the previous response ViaSat has agreed to waive the early termination fees from the account; however, no refunds will be issued on this account as the account was activeThe account is disconnected with the contract voided, *** ***s will now be receiving a prepaid shipping label and box courtesy of *** and will need to follow the detailed instructions and return the two (2) pieces of equipmentFailure to return the equipment will result in $charge for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Ms*** was receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at
regular speeds of up to Mbps download and Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on April 13, and also available at exede.com/legal,
The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Section of the Customer Agreement advises, “The performance of some games over Viasat’s internet is very poor and some games may not work at all.”
Ms*** ordered service through DIRECTV, an authorized Viasat seller, on April 10, and the service was installed at her home on April 13, Viasat received a call from Ms*** on April 14, because she had exceeded her monthly data allowance, at which time she was educated on the Data Allowance Policy as well as the devices that had connected to her home network
Ms*** called Viasat on April 27, regarding her data usage, at which time she also expressed that she felt she had not been completely informed of the service at the point of saleWhen she requested disconnection, the Viasat representative offered her a discount of $off her bill per month for six months, which she acceptedFree additional data was also applied to Ms*** account at this time, and a free service call was ordered
Viasat received another call from Ms*** on April 30, in dispute of her data usageUnfortunately, the Viasat representative was unable to review Ms*** usage at that time because it had not updated in the systemMs*** requested to speak to a supervisor, and was transferred to the supervisor call lineWe apologize if Ms*** was unable to speak to a Viasat supervisor
Viasat’s technician went out to Ms*** home on May 10, 2018, at which time her dish was realigned
Ms*** called Viasat on May 14, to disconnect because she was dissatisfied with the serviceAt this time, the Viasat representative reviewed the disconnection disclosures and processed her requestAs Ms*** was stating she felt she had been misinformed at the point of sale, the Viasat representative escalated in inquiry to see if her early termination fees could be waivedThis request was denied on May 16, as the early termination fees were considered validThe same day, Ms*** was charged $in early termination fees
Viasat received a call from Ms*** the same day in regards to the charges, at which time she was informed that the waiver request had been denied and the early termination fees were valid
Viasat does not agree to refund Ms*** early termination fees in full; however, as resolution to this complaint, Viasat has issued a refund of $for half of the charge to her payment method as of May 21,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/08/17) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat's Data Allowance Policy
ViaSat's service plans are differentiated based on the amount of data for the
service plan and each service plan is governed by a data allowance policyThe Data Allowance Policy applicable to Mr***'s plan is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleIt is also addressed on the first page of the Customer Agreement, signed by *** ***, the account holder, on June 1, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageWhile Mr*** can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** is receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowanceViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Our records show Mr*** contacted ViaSat on August 12, because he felt he had been misinformed at the point of sale regarding the Data Allowance PolicyDuring this conversation, the ViaSat representative explained to Mr*** that using sites like YouTube and Facebook would count towards his usage because data was being transmitted or downloadedMr*** purchased GB of additional data at this time
On August 15, 2015, Mr*** exceeded his available data usage; subsequently, his speeds were slowed, pursuant to the Data Allowance PolicyOur review of the account shows that the majority of his data usage went towards system updates, web browsing, and media (e.g., Netflix, YouTube, Spotify, etc.)
ViaSat does not agree to waive Mr***'s early termination fees of approximately $in full if he chooses to move forward with the disconnection of his serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to waive half of the early termination fees, leaving Mr*** responsible for an approximate charge of $
If Mr*** would like to move forward with the disconnection of his account, he *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told By a *** in the corporate office that she would call me to let me know if the whole fee can be waivedNEVER received a call backI want nothing to do with this service anymore so Go ahead and cancel meIll pay your *** cancellation, Just know I am NOT happy and that this is the WORST company I have EVER dealt with
Final Business Response /* (4000, 9, 2015/08/28) */
Thank you for bringing Mr***'s rebuttal to our attention
ViaSat will disconnect Mr***'s account effective September 11, 2015, at which time half of his early termination fees will be waivedIf Mr*** is charged any monthly service fees prior to this date, ViaSat will ensure that they are waived or refunded to his payment method
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention. Ms*** contacted Viasat on February 28, in order to disconnect her Viasat services. Ms*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to
an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructionsCustomers are reminded of this obligation at the time of disconnect.The Customer Agreement signed by Ms*** *** on May 3, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. As Viasat had not received the equipment by March 28, 2018, on Ms***’s next billing cycle, April 4, 2018, Ms*** was billed $for failure to return her Viasat leased equipmentViasat was successful in taking the payment. On April 4, 2018, Ms*** contacted Viasat multiple times due to being charged for the non-return of the leased equipmentShe stated that *** had picked up their return kit a few weeks priorAt the time of the first contact, a Viasat representative was unable to locate the packageWe apologize for any inconvenience this may have caused Ms***The representative advised Ms*** to contact *** for assistance in locating the packageMs*** agreed, and later contacted Viasat to advise that *** had requested one of Viasat’s staff create a ticket for locating the equipmentA Viasat representative assisted her by placing the ticket and locating the returned package. As of April 5, 2018, Viasat has received confirmation that Ms***’s equipment has been returned.In resolution to this complaint, Viasat has processed a refund of the $that was charged to Ms***’s payment method on file as of April 5, Ms*** should see the return of the funds within the next three to five business days. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing that Mr***’s rebuttal our attentionWe apologize for any frustration he may have experienced with ViaSat’s Data Allowance PolicyIn ViaSat’s previous response, we stated that Mr*** was receiving the Exede GB planWe apologize that the pricing provided was incorrectAdditionally, as stated, ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.netConsecutively, Mr*** has gone over his monthly usage allotment of GB the last two months; January and FebruaryIn January, Mr*** used GB of his GB plan. As of today, February 22, 2017, Mr*** has used GB of his GB plan and his usage is scheduled to reset on March 01, Upon review of Mr***’s account, ViaSat determined that the usage was consumed by web browsing, other traffic (software updates, secure networks, and generic traffic), social networking, marketplaces (app stores, and eReaders) and mediaFurther, since December 2014, on fifty nine separate occasions, additional gigabytes have been added to Mr***’s account due to the breech in the data allowance policy In response to this complaint, ViaSat escalated Mr***’s account concern internally to ensure that his data usage meter is working properlyAs of February 22, 2017, ViaSat has not found any issues with Mr***’s data usage meterIf Mr*** continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activitiesIf Mr*** would like to discuss his usage or transition his service to a plan that better meets his needs, he may contact ViaSat’s 24-hour Customer Service Department at ***

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused ViaSat did not receive contact from Ms*** between January 6, and April 24, The first contact ViaSat received was on January 6, to
discuss the disconnection of her accountDuring her conversation with ViaSat’s representative, Ms*** stated that she called in several times between October and January; however, ViaSat has no record of these calls into our customer service department Due to this information, and as the first contact received by ViaSat from Ms*** was on January 6, 2016, ViaSat does not agree to refund the charges between October and JanuaryHowever, as a gesture of good faith ViaSat will agree to refund half of the $collectedA refund of $will be issued via a check and should be received in two to four weeks from today, January 13, Should Ms*** not receive the refund check, please have her contact ViaSat’s customer service department at ###-###-#### and reference ticket *** Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Ms***'s complaint to our attentionWE apologize for any issues she *** have experienced with ViaSat
Section of the ViaSat Customer Agreement, signed by Ms*** on *** 8, and available at
exede.com/legal, states that ViaSat will not provide a pro-rata refund for any prepaid fees, regardless of when the service is terminatedCustomers are advised of this at the time they elect to disconnect their service
Our review of Ms***'s account shows that she was charged $for monthly service on July 12, Later the same day, Ms*** called into ViaSat to disconnect her accountAt this time, Ms*** was advised of all disconnection disclosuresWhen Ms*** requested a refund for the payment of $60.58, the ViaSat offered to escalate the request as a gesture of goodwillUnfortunately a refund request was not created at this time as promisedWe apologize for any inconvenience this *** have caused Ms*** to experienceOur records show the refund request was created on July 14, 2015, at which time Ms*** also requested a $service call so a technician could assist her with the removal of the ViaSat transceiver
A refund of $was issued to Ms***'s payment method on July 17, Unfortunately, the refund was not processed correctly, and Ms*** was recharged for the amount on August 12, 2015, in addition to the $service call feeMs*** called in about the charge the same day, at which time a refund request was escalated on her behalfDue to a misunderstanding, this refund request was rejected on August 19, 2015; Ms*** was advised of this decision on August 26, We apologize for any frustration this *** have caused Ms*** to experience
In order to resolve this complaint, ViaSat has issues a refund of $to Ms***'s payment method as of August 28, Ms*** should be advised that it *** take 3-business days from the issue date for her to see this amount deposited into her accountViaSat is willing to reimburse Ms*** for any overdraft fees she *** have incurred due to this issueMs*** will need to provide ViaSat with a 30-day rolling bank statement showing her balance before the ViaSat charge, ViaSat's charge, and the resulting overdraft fees
If Ms*** would like reimbursement for her overdraft fees, she *** fax her documentation to XXX-XXX-XXXX, or email it to ***@viasat.com
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I shall continue to check the website to ensure the charge has been waived, but the call center have assured me that I do not owe anything
Sincerely,
Sukey ***

Initial Business Response /* (1000, 7, 2015/08/17) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs*** contacted one of ViaSat's authorized dealers to have the account set-upAt the time of sale customers are made
aware ViaSat's 24-month minimum service term commitment, and the early termination feesViaSat has no association with HughesNet or their installationsHughesNet is a satellite internet provider as well and both HughesNet and ViaSat offer high speed satellite internet to rural customersWe apologize for any confusion Ms*** may have experienced in this processViaSat is willing to waive the early termination fees from the account should Ms*** wish to disconnectViaSat has also moved forward with waiving the current balance of $Ms*** will want to call into ViaSat at XXX-XXX-XXXX to have the account disconnected and will want to reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** *n March 26, and available at e*** *** that Viasat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to
time for various reasons, including inclement weather at a customer’s home or their service gateway
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Our records show Mr*** called Viasat numerous times between March 26, and April 8, regarding issues with his service, including slow speeds and his inability to access a specific websiteDuring these conversations, Mr*** was guided through troubleshooting, assisted him with his website concerns, and advised that the speed of the service was not guaranteedWe apologize if Mr*** had a poor experience with Viasat’s Customer Service representatives
Review of Mr*** account as of April 9, shows that there is network congestion in his area that may cause him to experience slower speedsAdditionally, we also show that he is in potential need of a service call to resolve an intermittent connectivity issueViasat is willing to provide Mr*** a service call at no extra cost to him as resolution to this complaint
If Mr*** would like to take advantage of this service call offer, he may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
I called Viasat less then a hour ago to reconnect my Internet with the terms of waiting my discussion fees and my first months bill However the rep I spoke with said I can no longer get the gold unlimited planI can only get linited plansAfter I pay for the linited plan of my choice I can later upgradeI wanted unlimited internet .limited isn't gonna work for me I have been called a lier by Viasat a number of times now I will not be called a lierI no longer want you internet due to the number of times Viasat has ticked me offAs far as my $I have gained that with having a little fun with Viasat equipment
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of disconnection, all customers are required to only return their ViaSat modem and
transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish
Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label was to be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As ViaSat had not received the lease equipment Ms*** was charged $on December 26, Nevertheless, in order to bring this complaint to resolution ViaSat has issued the refund for the $to be issued back to the payment method on fileMs*** should receive this refund in three to five business daysShould she not receive the refund within this time frame please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this as long as they follow through with what they are sayingThe only reason I had to resort to solve my matter in this way was because you never could get anyone with the company to give you direct and correct informationIF they do not follow through as they have stated, I will be contacting you again
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on September 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionIt is our goal to provide Mr*** with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentThe customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internetBecause of these many variables, ViaSat cannot guarantee any particular speed to the customer. ViaSat discloses at the point of sale and in its Customer Agreement signed by Ms*** on September 8, that speeds may vary and are not guaranteed. Mr*** had his account disconnected on March 21, due to the services not meeting his needs or expectationsViaSat charged Mr*** $on April 12, for the early termination feesViaSat understands that the service was not meeting Mr***’s needs or expectations so ViaSat has agreed to waive the early termination fees of $and issue a refund today April 17, for the $The $will go back on the payment method within 3-business daysViaSat does not agree to issue any further refunds as the service was usedThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on September 24, 2015, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Ms*** contacted ViaSat on September 27, to discuss the data allowance policy, and the disconnection of her accountAt this time of this call Ms*** advised the data allowance used went towards media (video or audio) specifically YouTubeMs*** requested to have the account disconnected; however, when ViaSat's customer service representative advised her of the early termination fees she declined
In order to bring this complaint to resolution, ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, ViaSat does not agree to refund the charges collected during the time of activation as services were renderedMs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Ms***'s ViaSat account will be disconnected on September 30, per Ms***'s requestShould Ms*** not wish to have her account disconnected please have her contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I do still have a few concerns with this companies business practices. Yes they have resolved any issues I have with them but I worry that they may try their questionable practices to other customers.
The only true thing that they said in their response was that I contacted them on February 18th everything else was incorrect. They claim that I created an account on April 16th and had it installed on April 17th 2015. This is not possible. I did not take ownership of the house until Friday May 22nd 2015. Even if I did have the service installed (which I did not) I would not have had the right to allow anyone to install anything on the house. I did not own the house at this time. In regards to any contact or billing that was made before February second is incorrect information. There was never a Bill addressed to Brian *** sent to *** *** *** * *** *** I never contacted them on June 2nd about making account changes. This company can not produce an actual signature from me signing up for their services.
When I contacted them to dispute the charges they insisted it was I who set up the services and if it wasn't me it must have been a case of Identity theft. I find Identity Theft hard to believe. There is no way someone stole my identity to sign up for WildBlue Internet Services on a house that I didn't own and would buy in the future. What I believe happened was the previous owner of the house had the WildBlue Internet Services installed and was not paying their bill or responding to them. Then the company looked up the house and found that there was a new owner and changed the account information to show my information. It is easy to find who the owner of the house is, it is public record. If this company truly believed that I was the one to set up the account and I was the one who owed them money they would not have waived the fees so quickly without an argument.
Again, like I said I am satisfied that with their actions to waive the charges but I am worried their business practices are far from ethical
Also if you need documentation that shows when I took ownership of the house I would be more then happy to provide this information
Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for bringing ***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon review of ***'s account ViaSat did determine that he made contact with our
customer service department on August 22, to discuss the refund for unreturned leased equipmentDuring his conversation with the customer service representative he was advised that the refund would take one to two business days to approve and three to five business days before receivingThe representative informed *** to contact ViaSat again in three days to confirm whether or not the refund had been processed
On August 27, *** contacted ViaSat's customer service department again to discuss the refund processDuring his conversation with ViaSat's customer service representative he was advised that the refund process does in fact take seven to fourteen business days before receiptWe apologize for any misinformation *** was provided during his August 22, conversation
As of August 31, 2015, *** has been issued a refund for the $collected for failure to return the leased equipment to the payment method on fileThis refund should be received within three to five business days from today
Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I find that they satified my request in fullThank you for your cooperation

Initial Business Response /* (1000, 5, 2015/11/09) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
ViaSat's certified technicians are authorized to offer additional installation or reinstallation services, such as a
wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize for any misunderstanding Ms*** may have experienced, and if this was not communicated to her
Our records show Ms*** called ViaSat on October 13, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be necessary to resolve Ms***'s issuesThe ViaSat representative ordered a complimentary service call for Ms*** at this timeViaSat's technician went out to Ms***'s home on October 14, 2015, at which time the cabling was replacedDuring this installation, it was also determined that a customized installation would also be necessary to resolve Ms***'s issuesThe technician fulfilled the service call order and reinstallation, and charged Ms*** $directly
Ms*** called ViaSat the same day regarding the charge, at which time the ViaSat representative offered Ms*** a $credit as reimbursement for what she'd paid to the technicianMs*** accepted the offer and a credit request was submittedThis credit request was rejected the same day as the charge to the technician was considered valid and because it'd been over a year since Ms***'s initial installation with no report of any connectivity issue she *** have experienced
On November 4, 2015, ViaSat collected a payment of $for Ms***'s monthly service feesMs*** called ViaSat about the charge and her $credit on November 5, 2015, at which time she was advised that the credit request had been rejected and was offered a credit of $towards a free month of service off her service plan priceMs*** accepted the $credit
ViaSat received another call from Ms*** on November 6, During this conversation, Ms*** requested the disconnection of her account because of the rejected $After being advised of the disconnection disclosures, Ms*** advised that she would think about disconnecting and call back
In order to come to a resolution to this complaint, ViaSat has applied a credit of $to Ms***'s account in addition to the $credit she's received
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ViaSat has agreed to my request to reimburse to me the total $which I paid to the contractor